Disha Buddhadev
Summary
Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.
Overview
17
17
years of professional experience
Work History
Customer Experience Manager
Maersk
- Current
- Managing a team of 13 customer service representatives, providing coaching and guidance to ensure consistent delivery of high-quality service and resolution of customer inquiries
- Conducted regular performance evaluations and implemented training programs to enhance the skills and competencies of the customer service team
- Spearheaded the development and implementation of customer service strategies to optimize the end-to-end export process, resulting in a 15% increase in customer satisfaction scores (NPS)
- Utilized customer feedback and market insights to identify opportunities for service improvement and innovation, driving continuous enhancements to the customer experience
- Collaborated cross-functionally with sales, operations, and logistics teams to streamline processes and resolve customer issues promptly
- Build strong relationships with customers, gain an understanding for their business, service needs, drivers and desires and leverage this to engage in discussions about new business opportunities
- Driving cross selling of the newly launched products, onboarding of customers towards new L&S products and bundled product to our ocean export customers.
Customer Business Partner - Exports (Efficiency & GFFs segment)
Maersk
11.2014 - 06.2016
- Cross Functional alignment for Volume huddle with relevant stakeholders along with driving it within the Customer Service Team with a focused approach to derive desired business results and ensuring full utilization of our vessels
- Care Business Partner for a dedicated set of Global Clients, evaluate their business needs, align our service deliverables to their supply chain and drive additional business through service excellence
- Delivering proactive customer service, notifying customers on relevant deviations from the transport plan, including potential solutions or alternatives
- Working closely with the internal support groups and having regular business review meeting with external stakeholders in customer's office
- Working with the Maersk Line Global Service Centre (based in Mumbai/Pune, India), to ensure the smooth execution of the end-to-end shipment lifecycle and high-quality service levels are maintained for the customer
- Build strong relationships with customers, gain an understanding for their business, service needs, drivers.
Senior service executive - Imports CX
Maersk
02.2011 - 10.2014
- Customer Service Executive for a dedicated set of Clients (Care clients), evaluate their business drivers, inventory management needs, execute cargo clearance with port authorities Customer Mapping to optimize the business in Imports by constantly re-evaluating the existing, increasing, and lost businesses in coordination with Sales Team
- Follow up opportunities for new customers, lost or inactive accounts as well as regular accounts
- Communicating effectively on requirements and polices and thereby coordinating with all the relevant parties to ensure a smooth booking, documentation, and invoicing process
- Generating reports and monitoring Transport Document Instruction (TDI) submission for timely manifesting to Customs according to Standard Operating Procedures (SOPs)
- Handling the customer engagement program fortnightly where 15-20 customers are invited and educated the customers on the various processes, Maersk website, etc interacting with them on the issues faced by them and taking feedback from the customers on their requirements and expectations
- Post which working on the customer feedback for better customer satisfaction
- Utilize Care business partner relationships to encourage fast equipment turnaround and collection of applicable charge as required.
Customer service Associate - Imports CX
ICICI Prudential Priority Circle
11.2007 - 02.2011
- Responsible for the daily operations at the branch adherence to 6 Sigma Standards, resolving customer queries & give them a proper resolution
- To maintain the branch reconciliation statement for all products, ensuring the audit compliance
- Lead generation through walk-in channel of the branch
- Managing distribution operations for the branch, underwriting of the new advisor, cross functional alignment for advisors on-boarding, training new advisors & training new executives
- Tracking cases for underwriting of new business applications.
Education
Bachelor of commerce - Advertising
Mumbai University
03.2007
Skills
- Solution Driven
- Priorities
- Stake Holder Management
- Communication Skills
- Problem-solving
- Relationship Management
- Time Management
- Eye for Detail
- Cross-Functional Collaboration
- Data Analytics
- Customer Empathy
- Decision-Making
Languages
English
Hindi
Gujarati
Classification
Internal
Personal Information
- Title: Customer Experience Manager
- Date of Birth: 05/03/84
- Marital Status: Married
Timeline
Customer Business Partner - Exports (Efficiency & GFFs segment)
Maersk
11.2014 - 06.2016
Senior service executive - Imports CX
Maersk
02.2011 - 10.2014
Customer service Associate - Imports CX
ICICI Prudential Priority Circle
11.2007 - 02.2011
Customer Experience Manager
Maersk
- Current
Bachelor of commerce - Advertising
Mumbai University
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